Skype for Business (Lync) Phone Service:
Frequently Asked Questions

General

Can I place and receive calls from home/off campus?

Yes. There are two options to place calls off campus:

1) If you have a laptop computer, you can place calls via Skype for Business anywhere you have an Internet connection using a Skype for Business headset, or other compatible device, or your computer's microphone and speakers (not recommended due to sound quality).

2) You can also download the Skype for Business mobile app to place calls from your work phone number via your mobile device. For information on using the Skype for Business app, visit Skype for Business on Mobile Devices.

What's the difference between a Skype-to-Skype call and a regular phone call via Skype for Business?

When you place a Skype-to-Skype audio or video call, the call is carried exclusively over KU’s data network or the Internet. When you place or answer a call via Skype for Business phone service to/from a traditional telephone number, the call is routed to the public telephone network via the KU data network or the Internet.

Where can I get more information about Skype for Business phone service?

If your phone number is incorrect in Skype for Business, first check to see if it is correct in KU's Global Address list by looking for yourself in the address book in Outlook. If it is incorrect there, you can correct it yourself in HR/Pay by doing the following:

By KU Work Phone, enter your phone number using this format 785/864-####

Click "Save"

After 24 hours, your phone number should appear correctly

Can you turn off the missed call notification emails?

Yes. In the Outlook Web App (mail.ku.edu), you can configure your phone options so that you do not receive the notifications.

How do I sign in to my Skype-enabled phone?

Depending on your phone model, touch the "More" buttonthen touch "Sign In" or select the button on the phone located under those options.

Select "User Credentials…"

By Sign-in Address, enter your SIP address. Your SIP address is the email address you use most often. Note: On touch screen models, you can touch the keyboard icon in the upper right corner of the screen to access a touch keyboard.

By Domain, enter "home".

By User, enter your KU Online ID.

By Password, enter your online password.

Depending on your phone model, touch the "Sign In" button or select the button on the phone located under "Sign In."

Your phone will show a screen with “Signing into Microsoft Skype for Business Please wait…”

If you successfully signed in, you will see your name appear by the phone after icon on the screen after a few seconds. Any contacts that you’ve added as Favorites on your Skype for Business contact list will appear.

Rollout Process

When will I get Skype for Business phone service?

The campuswide rollout began in Fall 2015 and will take several years to complete.

KU IT will enable the service one or two units at a time, working closely with your unit leaders and technology support staff.

You will receive notification via email in advance of your unit’s transition.

KU IT will work with your unit to arrange Skype for Business phone service training workshops near the time of transition.

How will I know when my unit will transition to Skype for Business phone service?

You will receive notification via email in advance of your unit’s transition to Skype for Business phone service. KU IT will work closely with your unit leaders and technology support staff to establish plans for your unit’s transition.

How do I know if I have Skype for Business phone service?

You will receive notification via email in advance of your unit's transition to Skype for Business phone service. You will know when the transition is complete when your Avaya or Cisco telephone no longer has dial tone. When you are enabled, you will receive a welcome email from "Microsoft Outlook" with your temporary voicemail PIN.

Ringer

Will I hear a notification/ringer if my computer is locked when I receive a call?

Yes, if your computer is locked, you will still receive an audio notification/ring when someone calls you. Depending on how your audio is set up, you will hear the notification/ring through your headset and/or computer speakers. You will not be able to see the caller’s ID from the lock screen, however if you are using a headset you can answer an incoming call using the answer button on the volume control of your headset. You will, however, need to unlock your computer to see a caller’s ID before answering calls. To set your secondary ringer to ring your computer’s internal/external speakers, see instructions for PC or Mac.

Will I hear a notification/ringer if my computer is asleep when I receive a call?

No. Your computer must be awake to hear notifications/ringer for incoming calls. If you want to hear notifications/rings and answer incoming calls when your computer is asleep or off, you'll need to set up simultaneous ring to ring another phone, such as your cell phone, or set call forwarding to send the call to another phone. Skype-enabled desk-style phones will still ring when the connected computer is asleep.

I need to be able to hear my phone ring from across the office or lab, and now I feel more tethered to my computer. What can I do?

You have some options:

You can set up a secondary ringer (see instructions for PC or Mac), so that the audio notification comes through both your headset and your computer speakers.

Units have the option of purchasing Skype for Business compatible devices with external speakers (e.g., desk-style phones, speakerphones). Contact your unit’s procurement staff or technology support staff for applicable policies and information.

How do I set my secondary ringer?

My computer speakers are usually muted. Can I set them to unmute when my phone rings?

Yes, using the directions for the secondary ringer (PC or Mac), you can choose to unmute your speakers when you receive a call. See instructions for PC or Mac.

Voicemail

How do I check voicemail?

You have four options to retrieve voicemail: 1) Listen to the audio email attachment that is automatically sent to your email account in Outlook, 2) Call the Outlook Voice Access number (785-864-1900), 3) From the “Phone” tab on the Skype for Business/Lync interface, and 4) Use the Skype for Business mobile app.

After you are enabled for Skype for Business phone service, you will receive a welcome email from Microsoft Outlook with a temporary PIN for your voice mail. The first time you check your voicemail by calling the Outlook Voice Access number, you'll have to set a new PIN. To check your voicemail, call the Outlook Voice Access number, 785-864-1900, then enter your personal extension (4 followed by your unique four digits, e.g., 4-8080) and your Voicemail PIN when prompted.

By default you should be on the “Voicemail” page; if not, select “Voicemail” from the top menu.

At the top of the “Voicemail” page you will see “Call answering rules.” You will need to scroll down to find the section called “Reset PIN.”

Select “Reset my voicemail PIN…”

Soon after you should receive an email message from Microsoft Outlook with your new PIN.

Can I check my voicemail from a traditional phone or cell phone?

Yes. After you are enabled for Skype for Business phone service, you will receive a welcome email from Microsoft Outlook with a PIN for your voicemail. The first time you check your voicemail by calling the Outlook Voice Access number, you'll have to set a new PIN.

Will I receive voicemails when I’m away from my computer?

Yes. Callers can leave a voicemail for you at any time, regardless if your computer is on or off. You will receive voicemail notifications via email and in the desktop software interface. If you use a Skype-enabled desk phone or the app on a mobile device, you may receive an alert depending on your set preferences. See “How do I check voice mail?” above for options to retrieve your voicemails.

Can I listen to a voicemail from my smartphone or tablet?

Yes. You have three options to retrieve your voice mail from a smartphone or tablet: 1) Listen to the audio email attachment that is automatically sent to your email account in Outlook, 2) Call the Outlook Voice Access number (785-864-1900), 3) Use the Skype for Business mobile app.

After you are enabled for Skype for Business phone service, you will receive a welcome email from Microsoft Outlook with a temporary PIN for your voice mail. The first time you check your voicemail by calling the Outlook Voice Access number, you'll have to set a new PIN. To check your voicemail, call the Outlook Voice Access number, 785-864-1900, then enter your extension (4 followed by your unique four digits, e.g., 4-8080) and your Voicemail PIN when prompted.

What options are there for changing how calls are answered for my personal or departmental KU number?

Can I forward my calls to another phone?

Yes. You can forward calls as you receive them, or you can specify forwarding rules in advance so that all calls are forwarded as they are received. For instructions, visit Change How Calls Are Answered.

Can I simultaneously ring another phone?

Can I forward/simultaneously ring another phone only during work hours?

Can I set up a delegate to make and receive calls on my behalf?

Yes. You can designate one or more people as your Skype for Business delegate(s). Your delegates can make calls on your behalf and answer your incoming calls after 0, 5, 10 or 15 seconds. To set up a delegate:

In the Skype for Business desktop interface, select the "Options" icon () in the top right

Select “Call Forwarding” from the left column

Select “Edit my delegate members”

If I forward a call to my cell phone, will the caller see my cell phone number?

No. When the call connects, the caller will see the original number they called.

Emergency Calls

Can I use Skype for Business phone service to call 911?

Yes. However, your cell phone should be your primary method for emergency calls while on campus, because Skype for Business phone service will not work in the event of a power outage, network outage or IT service outage.

Is there a way to dial 911 without logging into my computer?

No. Unless you have a desktop phone, you must be logged in and have the Skype for Business interface open in order to place 911 calls.

Why does my location show in Skype for Business?

Your location automatically appears in the Skype for Business window below your name. Skype for Business phone service is capable of handling 911 calls and can transmit your general location to emergency dispatchers. However, because Skype for Business phone service will not work in the event of a power outage, network outage or IT service outage, you should use your cell phone to make emergency calls while on campus.

The location setting is designed so that the emergency responder will know your general location if you call 911 from your work number. When you are on the Lawrence campus and plugged into the wired network, you may see the generic location “KU Lawrence Campus” for the first hour you are connected to the Internet. After approximately one hour, it will change to a more specific location, which will be highly abbreviated (e.g. ST BSMT F03; STFL R100).

What should I do if my location is inaccurate?

If your location information (i.e. room, floor or building) is inaccurate, please notify KU IT by contacting your unit’s technology support staff, or the KU IT Customer Service Center at 785-864-8080 or itcsc@ku.edu.

Can other people see my location?

Yes. Other KU Skype for Business users can see your location, unless you choose to hide it. To hide your location, click on the location dropdown and deselect “Show Others My Location.” Emergency dispatchers will still be able to see your location even if you choose to hide it.

If you are off campus and/or using KU Anywhere (remote access), you will not see an automatic location. Instead, below your name, you will see a red X and will be prompted to enter your location.

Will Skype for Business phone service work during a power, network or service outage?

No. Because Skype for Business phone service will not work in the event of a power outage, network outage or IT service outage, you should use your cell phone to make emergency calls while on campus.

Headsets & Devices

Do I have to use a headset?

University leadership has determined that headsets will replace desk phones for most faculty and staff. Units have the option of purchasing Skype for Business compatible desk-style phones and personal USB speakerphones at the discretion of unit leadership. Contact your unit’s procurement staff or technology support staff for applicable policies and information. All optional and future equipment/device purchases are the responsibility of individual units. For information about recommended Skype for Business compatible devices available via KUPPS, visit Skype for Business Recommended Devices.

Alternately, while Skype for Business compatible headsets or desk phones are recommended for voice calls, only a microphone and speaker, while not optimal, are required to place or receive voice calls via Skype for Business. Depending on your personal workspace, it may be possible to make calls using your computer’s internal microphone and internal/external speakers in an enclosed office space. To ensure the highest sound quality, we recommend using a Skype for Business compatible device.

Why do departments have to pay for desk phones, when we’ve already paid KU IT for phone service and equipment?

As technology advances to bring new benefits and functions, there are often costs associated with transitioning to new services. To lessen the financial burden on units, KU IT covered the cost of one Skype for Business headset per current faculty or staff member.

Why do some people in my department get a phone, but I have to use a headset?

KU IT will cover the cost of one standard headset per current faculty or staff member, or the cost of one standard desk-style phone for employees who handle multiple phone lines for their unit. Units have the option of purchasing Skype for Business compatible desk-style phones and personal USB speakerphones at the discretion of unit leadership. Contact your unit’s procurement staff or technology support staff for applicable policies and information. All optional and future equipment/device purchases are the responsibility of individual units. For information about recommended Skype for Business compatible devices available via KUPPS, visit Skype for Business Recommended Devices.

What are the standard models for headsets and desk-style phones provided by KU IT?

For information about recommended Skype for Business compatible devices available via KUPPS, including current standards, please visit Skype for Business Recommended Devices. NOTE: Standard models are subject to change and availability.

If I have a disability, can I get a desk phone?

I don’t like the headset covering both my ears, are there other options?

Yes. Units have the option of purchasing headsets, including single speaker models, as well as desk-style phones and USB speakerphones at the discretion of unit leadership. Contact your unit’s procurement staff or technology support staff for applicable policies and information. All optional and future equipment/device purchases are the responsibility of individual units. For information about recommended Skype for Business compatible devices available via KUPPS, visit Skype for Business Recommended Devices.

Can I get a wireless headset?

Units have the option of purchasing headsets, including wireless models, as well as desk-style phones and USB speakerphones at the discretion of unit leadership. Contact your unit’s procurement staff or technology support staff for applicable policies and information. All optional and future equipment/device purchases are the responsibility of individual units. For information about recommended Skype for Business compatible devices available via KUPPS, visit Skype for Business Recommended Devices.

Are speakerphones available for Skype for Business?

Yes. Units have the option of purchasing USB speakerphones, as well as headsets and desk-style phones at the discretion of unit leadership. Contact your unit’s procurement staff or technology support staff for applicable policies and information. All optional and future equipment/device purchases are the responsibility of individual units. For information about recommended Skype for Business compatible devices available via KUPPS, visit Skype for Business Recommended Devices.

What if my headset isn’t working?

Departmental Accounts

What are the options for setting up our department phone number?

Upon request, a phone number can be assigned to a shared departmental email account. Incoming calls will ring everyone in the group. When calls come in, users will receive a pop-up notification indicating the call is for the department account. Users in the group will need to review the pop-up notification to know if the call is for their personal line or the department account.

How will I know when someone is calling the department number as opposed to my personal number?

When calls come in for personal or departmental numbers, you will receive a pop-up notification. You will need to review the pop-up notification to know if the call is for your personal line or the department account.

How do I check voicemail messages left for the department number?

The process for checking departmental voicemail is the same as checking departmental email. Locate the desired message in your shared Outlook mailbox and double-click on the audio attachment to listen to the voicemail.

Can my group change the default name of the departmental account on the outgoing message?

No. At this time users are unable to customize the outgoing message for shared number accounts.

Training & Workshops

Where can I get help or instruction for using Skype for Business phone service?

Skype for Business Phone Service:
Faculty and staff will receive information about Skype for Business phone service workshop opportunities once their unit has been scheduled for transition.

Skype for Business Basic Service:
KU IT Training currently offers several Skype for Business basic service workshops. Faculty and staff can sign up for upcoming “Skype for Business Basic Training” or “Mastering Skype Meetings” courses at workshops.ku.edu. Please note that the open courses currently available do notcover the phone service features.

Mac & Linux Users

I use a Mac, will I get Skype for Business phone service?

Yes, although for Mac users the service is still called Lync and delivered via Lync 2011 for OS X. The functionality and features of Lync phone service are very similar to Skype for Business phone service, but the look and feel of the interface are notably different. Microsoft has not yet released Skype for Business for Mac. According to Microsoft, that release is expected by the end of 2015.

I use a Mac, what’s different about Skype for Business phone service and Lync phone service?

The most notable difference is the look and feel of the interface. The functionality and features of Lync are very similar to Skype for Business. The Skype for Business interface more closely resembles the consumer Skype product.

I use Linux, can I get Skype for Business phone service?

No. At this time there is not an official client for Linux. KU IT is currently investigating potential solutions to make it possible for Linux users to use Skype for Business.

Fiscal & Procurement

Will KU save money on campus phone service?

We do not anticipate significant cost savings. When you place/answer a call via Skype for Business phone service to/from an off-campus telephone number, the call is routed via KU’s data network or the Internet to the public telephone network, and KU still has to pay the public telephone service costs.

Will the switch to Skype for Business phone service save my unit money?

We do not anticipate significant cost savings. However, Skype for Business phone service adds significant functionality for campus units without presently increasing the cost associated with phone service.

Going forward, what will my unit be billed for?

Like the traditional campus phone service, Skype for Business phone service still requires circuits and other infrastructure. Skype for Business phone service is simply a new method of connecting to the public telephone network. KU must still pay the costs of connecting to the public telephone network, along with long-distance charges. Skype for Business phone service will not change the phone service cost structure for campus units.

Why do departments have to pay for desk phones, when we’ve already paid KU IT for phone service and equipment?

As technology advances to bring new benefits and functions, there are often costs associated with transitioning to new services. To lessen the financial burden on units, KU IT covered the cost of one Skype for Business headset per current faculty or staff member.

Where can I find learning resources and/or instruction for using Skype for Business phone service?

KU IT Training currently offers several Skype for Business basic service workshops. Faculty and staff can sign up for upcoming “Skype for Business Basic Training” or “Mastering Skype Meetings” courses. Please note that the open courses currently available do not cover the phone service features. Faculty and staff will receive information about Skype for Business phone service workshop opportunities once their unit has been scheduled for transition.

Video

Can I add video to a voice call?

If you are making a Skype-to-Skype call to another Skype for Business-enabled contact at KU or Skype for Business enabled external organization, and you have a compatible web camera, you can add your own video by selecting the camera icon and then selecting “Start my video.”

How do I select which webcam I want to use for video calls?

In the Skype for Business desktop interface, select the "Options" icon ()

Select “Video device” from the left column

Then select the webcam you want to use from the dropdown menu of available webcams

What do I do if my web camera isn’t working?

Please contact your unit’s technology support staff for assistance in troubleshooting problems with your webcam. In the meantime, here are a few things you can try:

Make sure you’ve selected the correct webcam

If you have a docked laptop and are using the built-in webcam, make sure the lid is open

Unplug the webcam and try a different USB port

Do I need a webcam to use Skype for Business?

No. Even without a webcam you can still take advantage of Skype for Business’ numerous features. The only difference is that others will not be able to see you during video calls and online meetings.

Who pays for the webcam? KU IT or my unit?

Your unit. Units have the option of purchasing Skype for Business-compatible devices, including webcams, headsets, USB speakerphones and desk-style phones at the discretion of unit leadership. Contact your unit’s procurement staff or technology support staff for applicable policies and information. For information about recommended Skype for Business compatible devices available via KUPPS, visit Skype for Business Recommended Devices.

I don’t like video calls, can I block them?

You cannot “block” all incoming video calls; however, you can reject the call or choose not to share your video.

Privacy

Can voice and video calls be recorded?

Skype for Business does not provide the capability to record phone calls by either participants or system administrators. Skype for Business voice and video calls made exclusively on the KU network are encrypted from client to client. KU IT does receive standard billing and technical data related to Skype for Business calls, including where the call originated, where the call connected to, and time/date and duration of the call. This is the same information received with KU's Avaya and Cisco phone systems, and the same information collected by all commercial phone service providers.

The only recording function available in Skype for Business is the recording of online meetings. When an online meeting is recorded, participants will be notified that a recording is in progress.

If I add my mobile number to my Skype for Business profile, will everyone see it?

Your mobile number will only be visible to people who are set to a privacy relationship of “Workgroup.” Please see our Knowledge Base article for how to add your mobile number.

Do you have friends or family that use Skype for Business at other universities or organizations?

KU has open federation for Skype for Business, which means you can connect with friends and colleagues at more than 850 organizations around the world that also offer open federation. You can add a non-KU person at an open federation site to your contacts list and immediately begin a chat or S4B-to-S4B voice or video call. Check the Skype Directory to find organizations that have Skype for Business open federation.